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Ideas portal FAQ

Find, vote on and share ideas for Freshworks products. Here is how it works and what happens next.

1. Idea stages and what they mean

Every idea has a status. It shows where the idea is today.

How does an idea move from submitted to delivered?
  1. Submitted
  2. Under review
  3. Planned
  4. In development
  5. Delivered

Not every idea makes it to the end. Some stay open for votes as Future consideration. Others are Closed.

You get an email each time the status of an idea you posted, voted on or subscribed to changes.

What does each status mean?
Submitted
We received the idea. It is open for votes and comments.
Under review
Product is looking at the idea.
Planned
The idea is on the roadmap. We have not started building it yet.
In development
Our teams are building it. We expect to release it within 12 months.
Delivered
The idea is live in the product.
Future consideration
We are not planning it now, but it stays open. Votes help us see if demand grows.
Closed
We are not taking this idea forward. See "Why was my idea closed?" below.
Does Planned mean a release date?

No. Planned means the idea is on the roadmap. Timing can change as priorities change. We update the status when work starts and when the idea ships.

2. The basics: from your idea to our answer

Six questions most people ask before they post.

What is an idea?

An idea is a request for a feature or improvement that is not in the product today.

Something broken? That is a bug. Please contact Support so they can help you.

Should I search before I post?

Yes. If a similar idea exists, vote and comment on it instead of adding a new one. Duplicate ideas split the votes, so no single idea shows how many people want it.

How do I submit an idea?
  1. Search. Choose Submit an idea and type a title. Similar ideas appear. Vote on one if it matches.
  2. Describe. Tell us the task you are trying to do and what gets in your way today.
  3. Add context. Pick the product area and tell us how much this affects your team. Add a screenshot if it helps.
  4. Submit. Your idea shows as Submitted.
How will I hear back?

You get an email when the status of your idea changes. To follow an idea you did not post, subscribe to it.

Why was my idea closed?

An idea can be closed for one of these reasons:

  • Merged. A similar idea exists. Your votes move to it.
  • Bug. It is something to fix, not a new request. Contact Support for help.
  • Retired. It no longer fits the product.
  • Already available. The product can do this today.
  • Not planned. We have no plans to build it.

Closed ideas stay searchable, so you can still read the comments.

3. Find ideas and share your thoughts

The quickest way to make an impact is to back an idea that already exists.

How do I find an existing idea?
  • Use the search bar on the Ideas page. Try two or three keywords.
  • Filter by product, so you only see ideas for the product you use.
  • Filter by status to see what is Planned or In development.
  • Sort by votes to see the most requested ideas first.
How do I vote on an idea?

Open the idea and select the vote button. Voting shows us which ideas matter to you. You need to be signed in to vote.

How do I add a comment?

Open the idea and add your comment. The most useful comments say:

  • What you are trying to do.
  • What stops you today.
  • How you work around it, if you do.

"I agree" helps less than a short example from your own work.

How do I follow an idea?

Select Subscribe on the idea. You get an email when the status changes or when someone replies.

I could not find my idea. What now?

Submit a new one. Use a clear title and describe the problem, not only the solution. Then we can see what you need, even if there is more than one way to solve it.

Have a bug or a question about how a feature works? Contact Support instead.

Ideas Status Pipeline

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8947 Ideas

Back to top of the list
Contributor
alex.mcmillanContributor

Web pop up Notifications - HTML5Closed

 It would be great to be able to setup notifications for new tickets.

2
Contributor
8 years ago
Apprentice
gabriele.verbraakApprentice

Print topic in Solutions with a FreshPlugClosed

Our customers are very interested in being able to print our solutions. Could this be possible with FreshPlug?

5
aravind.sundararajan
8 years ago
Apprentice
lhagerApprentice

Bulk import of file to assetClosed

We use the bulk import feature using a csv it contains all the line information we need.  The issue is we like to attach a copy of the original purchase receipt to the records.  At this time we need to go to each record and manually upload the file.  If we import 25 or 30 objects what a pain 

1
Apprentice
8 years ago
Skilled Expert
mhallSkilled Expert

Auto Ticket Assignment ReportingClosed

This should be built into the standard reports. It should show the average time an agent is on auto assignment as well as the longest and shortest time for any given day.

0
Skilled Expert
8 years ago
Apprentice
webbyApprentice

Help with billing reportClosed

Hi We're new to freshservice and previously have run a monthly billing report from our helpdesk software. I'd like to automate the process via the scheduled reports option but there isn't quite a suitable option for the time period (last 30 days would miss a day of tickets on 31 day months and charge clients twice in February). Could we have a "This Month" and "Previous month" option for Time Period? Thanks

0
Apprentice
8 years ago
Apprentice
robert.hauApprentice

Minimum SLA Needs to be much lowerClosed

We run a time sensitive organization and promise SLA responses of at least 10 minutes. This basically breaks using fresh desk since the min starts at 30 minutes.

8
Skilled Expert
8 years ago
Active Contributor
phodgkinsonActive Contributor

Published Roadmap? Any chance in H E double hockey sticks?Closed

Hey there, A quick search on the forums shows requests for a being able to see a roadmap that go back years and yet still nothing has been published. So I thought I would waste some time and ask yet again. Can we get a public roadmap for upcoming features? It would be great for your customers to see what's on the horizon, something to look forward to and follow up on. It would also be a great way to hold Freshservice accountable to your customers to ensure that you're delivering on what you committed to.  Would love to see this published finally, at the very least I would be entertained to hear why it's so hard to do. Phill

0
Active Contributor
8 years ago
Apprentice
adam_16520Apprentice

MSP - Business HoursClosed

Hi all, Newbie question, as an MSP I would like to have business hours on a company by company basis but I can't see a way of doing this. Any ideas? Thanks A

1
Apprentice
8 years ago
Apprentice
maussiekerApprentice

Changing the placeholder text in Search FormClosed

Hello,Currently the placeholder text seen in our Search Form snippet is, "Enter your search term here...".  Is it possible to change this text and if so, where would one make this change?Thanks,Matt

7
8 years ago
Active Contributor
phodgkinsonActive Contributor

Contact List Filtering - Need Company Filter (for MSP mode)Closed

We are using Freshservice in MSP mode and have a few hundred contacts (client users) added to the system. We need a way to be able to view only one Company's client/users at a time. Even better would be if an Agent is assigned to one or more companies they would only be able view clients for those companies. The current contacts list is rapidly becoming unusable with so many contacts from different companies.

4
Active Contributor
8 years ago
Apprentice
frekkoApprentice

Bulk Actions - Add option for "Add Bulk Private Note"Closed

It would be awesome if you could add the ability to add a Bulk Private Note to tickets.  We have some internal processes were we need to update tickets in bulk, and need to add a note, but we do not want to notify the Requestor when the note is added. Thanks!

0
Apprentice
8 years ago
Skilled Expert
mhallSkilled Expert

Feedback Widget- Add the ability to CCClosed

This seems like a no-brainer, but since we added this widget to our site, our customer's have complained that they cannot create a ticket through the feedback widget while CC'ing someone else at their company. Our sales team also works out of this widget by creating support tickets. If there was a way to add the ability to CC someone, this would be extremely helpful.

0
Skilled Expert
8 years ago
Contributor
jrodierContributor

Allow Users to Comment on Solution ArticlesClosed

It would be really great to be able to get some specific feedback from users on Solution Articles. Right now, they have the "thumbs up" and "thumbs down" options, but there is no way to tell who gave the article a thumbs down, or why they did.  We'd like to be able to get input from our main audiences!

3
Contributor
8 years ago
Apprentice
choganApprentice

Slack integration /create_fd_ticket work for standard contacts rather than only licensed agentsClosed

Hi, A big issue for us is integration with Slack does not allow /create_fd_ticket to be used by anyone other than people who are licensed as agents in Freshdesk.. Surely the most obvious situation is anyone on the Slack channel/s should be allowed log a ticket, same as via email. Regards, Cormac

0
Apprentice
8 years ago
Contributor
kkhalilContributor

Location not populating for assetsClosed

If a user is assigned an asset, and the users "location" is defined, why does the asset not inherit the user's location?Seems like that would be useful.

0
Contributor
8 years ago
Contributor
jgaltContributor

better formatting for printing solutionsClosed

It would be great to have better formatting for printing solutions. Currently it grabs the whole page. We'd like to be able to have it just print the solution itself for our end users.

4
8 years ago
Apprentice
dennycaveApprentice

Ticket mergingClosed

With the ability to submit tickets via e-mail, many clients have the tendency to open multiple requests on the same topic. Things can get confusing rather quickly and I’d love to see the ability to merge multiple tickets via the web interface.

10
8 years ago
Active Contributor
philip.gardhamActive Contributor

Small amendment to approval link formattingClosed

Just a small change that would increase readability of approval pages.  At the moment the Service Request form contents are displayed with the label headings in faint text and the responses darker - this can make it hard to read.  An example screen shot is below: If the field labels could be made bold I think it would aid reading a lot. Thanks, Phil

0
Active Contributor
8 years ago
Active Contributor
philip.gardhamActive Contributor

Approval groups for Service RequestsClosed

Hi, I've been trying to automate some approval workflows and it would be a great help if you were able to build approval groups for use in Service Requests.  This would be the same as the CAB functionality for the change module - a set group of people who the requester can pick from to ask for approval.  At the moment for a Service Request I am only able to setup rules to ask for approval from agents or department heads/reporting manager.  An example use case is below: 1.  We have a Service Request form that a requester can complete to request change/additional development work to systems. 2.  To enter the developers work stream the request requires approval from two parties:  A Senior Business Lead and the Functional Product Owner. 3.  At the moment, the form asks for the Senior Business Lead as a single line text field (could be a drop down).  There is no way to use this to send an approval, so manual action is required on behalf of an agent to submit it.  Using an approval group (like the existing CAB groups) the requester could select which senior business lead they want to sponsor the request and it would be done automatically.  4.  A second group for the Functional Product Owner could then be used for the second tier of approval - at the moment I've fudged this automation in using dummy Departments and setting the product owners as the heads.  It works but is not ideal!

0
Active Contributor
8 years ago
Apprentice
rlawfordApprentice

Need better reportingClosed

You really need to have better reporting and at the very least allow the creation of automated reports to be sent out from the helpdesk.

3
aravind.sundararajan
8 years ago
Apprentice
madkinsApprentice

Agent Status WidgetClosed

It would be nice to see which agents are logged in and able to respond to either calls or tickets.   Currently, you can see agents logged in to take calls -but you only see a count of agents (not agent names etc..).   If I'm trying to manage a team of remote agents, I need to know when the team members are online.

4
aravind.sundararajan
8 years ago
Contributor
mwrightContributor

Manager access - Report only userClosed

Our CEO wants visibility of the support helpdesk to run reports and monitor activity.  He does not need to be able to participate in any support activity so does not want to be an agent.Could we have a View only user type that does not use up and agent licence or a day pass so we can set up our CEO to be able to view all our good work?

2
aravind.sundararajan
8 years ago
Apprentice
bethgApprentice

Add a CC at the ticket level, and allow it to be defined in rulesClosed

This is the ONLY reason I am still using ZenDesk and now FreshDesk. Everything else you do is better, except this one thing.Basically, if I respond to a user in email and CC a coworker, I need the user's response to also be cc'd to my coworker. We have several agents who deal with tickets ONLY in email, they never log into the interface. If they CC someone, it needs to become a permanent CC on the ticket, just like if a CC is added in the interface.In ZenDesk, we can manage all tickets through email alone, and everyone stays informed about what's happening. I can set a CC in the automation rules if I want, and once a CC is added in email OR in the client, it stays until someone removes it. Without this one feature, we can't use FreshDesk, and I really wish we could. Every single other thing is an improvement.

5
aravind.sundararajan
8 years ago
Apprentice
suporte.webApprentice

Group not being respected on mass-assign and in the listClosed

Hello, When we try do a mass-assign edition (by selecting multiple tickets from the list and clicking on "Edit" at the top), changing the group and leaving the field "Analist" untouched don't clear the names that is not in the new group. An equal issue is found when trying to assign the ticket to an analist from the list, no group filtering. Example: Group A - Analist 1 - Analist 2 Group B - Analist 3 - Analist 4 Ticket 1 - Marked for "Group A" and "Analist 1" Mass-edit the ticket assigining to "Group B" don't remove the information of "Analist 1" even he not being on the "Group B" On the list, at the right actions, any of the 4 analists can be assigned even if ticket is from the "Group A"

0
Apprentice
8 years ago
Apprentice
aaron_13203Apprentice

emoji in chatClosed

We'd love to be able to use emojis in chat!Our lead support agent used to use Zendesk and misses that feature.

7
aravind.sundararajan
8 years ago
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This ideas board reflects customer feedback and our current thinking, and is provided for informational purposes only. Roadmap decisions, including AI-related capabilities, are influenced by many inputs beyond customer votes, such as technical feasibility, security, compliance, and market conditions. They are subject to change without notice. Idea status labels (such as “Under Review” or “Planned”) do not constitute a commitment, promise, or legal obligation to deliver any feature, functionality, or timeline, and are not part of any agreement with Freshworks. Development and release of any product or feature remain at Freshworks’ sole discretion.

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